Integration with Jira Service Management
Jira Service Management (JSM) makes it easy to provide users with self-service support by surfacing relevant Confluence articles. With Capable Publishing, you can ensure that only reviewed, approved, and up-to-date content appears in your portal.
Publish trusted content straight into your help portal
Whether you're helping agents resolve tickets faster, or enabling customers to find answers on their own, Capable gives you the structure and confidence to publish the right content into the right JSM-connected space.
🎯 What You Can Do
With Capable + JSM + Confluence, you can:
✅ Use a Confluence space as a knowledge base for your JSM project
📥 Draft and review content in a private space using Capable
🧾 Require approvals before publishing help articles
🚀 Automatically publish approved pages into the live JSM-connected space
🔁 Keep articles up to date—Capable flags them if the draft changes
🔗 Connecting Your Published Space to JSM
Jira Service Management supports using any Confluence space as a knowledge base. Here’s how to make your published content visible in JSM:
In Jira Service Management, go to Project Settings → Knowledge Base.
Select Link a Confluence Space.
Choose the Confluence space that Capable is publishing to (e.g.,
Help Center
,Public Docs
, orSupport KB
).Choose whether to show articles to agents only or customers in the portal.
🔒 Pro tip: If you're publishing externally, make sure your target space is viewable by either logged-in users or anonymous users, depending on your portal's access level.
🧭 Recommended Setup
Action | |
---|---|
1 | Create a Draft Space (e.g. |
2 | Set up Capable Approvals in the draft space |
3 | Enable Publishing to your live JSM-linked space (e.g. |
4 | Use "Publish on Approval" to automate delivery |
5 | Link the published space to your JSM project |
👥 Agent-Facing vs Customer-Facing Knowledge
JSM supports two types of knowledge base visibility:
🔍 Agent Knowledge Base
Used by internal agents when responding to tickets
Agents can browse or search Confluence content from inside Jira
Ideal for SOPs, troubleshooting steps, internal-only docs
✅ Capable ensures these articles are reviewed and published into a trusted internal KB.
🌐 Customer Portal Knowledge Base
Shown to customers in the help portal during ticket submission
Helps reduce ticket volume by answering common questions
Requires published space to be accessible to customers (logged-in or anonymous)
✅ Capable ensures customer-facing docs are polished, approved, and version-controlled.
🛠 Example Workflow
Scenario: Your support team documents a new troubleshooting guide for login issues.
A support agent drafts the article in
Support Drafts
Capable triggers an approval request to a senior agent and the documentation lead
Once approved, Capable publishes the article to
Support KB
The
Support KB
space is already linked to your JSM projectThe article is now:
Searchable by agents in the Jira issue view
Automatically surfaced to customers in the help portal when relevant
💡 Best Practices
🔒 Lock down editing in your published space to prevent unauthorized changes
🧾 Use Capable’s approval history to maintain a clean audit trail
📥 Keep drafts private to avoid exposing work-in-progress content in the portal
📌 Label articles by topic so JSM can surface them accurately based on keywords
🔁 Republish frequently: If content changes in the draft, Capable will flag it as "Out of Sync" so you can update the live article easily
✅ Summary
By combining Capable Publishing with Jira Service Management, you get the best of both worlds:
Feature | Benefit |
---|---|
Draft privately | No risk of showing unfinished or unapproved content |
Approve before publish | Ensure accuracy, compliance, and tone |
Publish directly to JSM KB space | Seamless visibility to agents and customers |
Track versions | Keep your help center current and reliable |